loan repayment digital engagement
TRANSCRIPT
Engaging with and Learning from Customers via Social Media (Loan Repayment/Responsible Borrowing)
Digital Engagement Team
Where FSA lives on Social Media
• Facebook• YouTube • Twitter• Visual.ly• Storify• SlideShare
How do you get there?
StudentAid.gov Homepage
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Facebookwww.facebook.com/FederalStudentAid
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Facebook Post Examples
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Twitterwww.twitter.com/FAFSA
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Twitter Post Example
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Shortened link to info on StudentAid.gov
YouTube
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www.youtube.com/FederalStudentAid
Some of our YouTube Playlists
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Visual.ly (FSA Infographics)
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www.visual.ly/users/federalstudentaid
#AskFAFSA Office Hours on Twitter
•Integrates social media and customer service
•Different topic each month
•Tweet questions using #AskFAFSA
•SMEs available to answer questions live
•Summarize for those not able to attend
Storify
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www.storify.com/fafsa
October Office Hours with the TIVAS
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October Office Hours with the TIVAS
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Blog Posts (Written by FSA Staff)
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Customer Listening
• What are customers saying and what do we do with the things we hear?
• Share what we hear via Customer Listening Reports
• Collaborate with other POCs on content gaps• Troubleshoot & resolve customer issues• Identify Top 5 Issues we’re hearing
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Social Media Campaigns
Two Loan Repayment Campaigns (Spring & Fall)
•Messaging about responsible borrowing, repayment plans, FSA tools, repayment estimator, etc.
•Targeted to specific groups and geographic locations
•Promoted Facebook posts, promoted tweets, promoted YouTube videos, etc.
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Loan Repayment Campaign (Nov. 6 – Dec. 18, 2013)
The next battle…
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Fighting Back….
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Have you been contacted by a company offering to help consolidate your student loans for a fee? Consolidation is FREE from the U.S. Dept. of Education: http://studentaid.ed.gov/repay-loans/consolidation
Don't disclose your PIN to a 3rd party offering to assist with student loan repayment. Contact your loan servicer: http://studentaid.ed.gov/repay-loans/understand/servicers
Have you been offered assistance with student loan repayment and default activities for a fee? Check first with your loan servicer for free help! http://studentaid.ed.gov/repay-loans/understand/servicers
If you’re having difficulty making student loan payments, contact your servicer first to discuss options before considering a fee based service http://studentaid.ed.gov/repay-loans/understand/servicers
